[{"data":1,"prerenderedAt":32},["ShallowReactive",2],{"blog-post-top-property-managers-communication-trust-metrics":3},{"id":4,"title":5,"subheading":6,"slug":7,"excerpt":8,"metaDescription":9,"content":10,"renderedHTML":11,"tags":12,"author":14,"authorImage":15,"coverImage":16,"platform":17,"type":18,"cta":19,"publishDate":25,"lastEditedTime":26,"createdTime":27,"status":28,"featured":29,"viewCount":30,"readingTime":31,"renderedContent":11},"2f11a919-dc5b-8031-88df-d2d3bb653331","The DNA of a Top 1% Property Manager: 3 Metrics That Matter","Issue 030 - PropertyManagement.com Weekly Newsletter","top-property-managers-communication-trust-metrics","Top property managers excel by focusing on three key metrics: maintaining a 24-hour communication response time, ensuring radical financial transparency in accounting, and establishing trust through fair maintenance practices. These managers leverage client feedback to improve services and are encouraged to participate in a survey to help build a Vendor Performance Index that links software tools to successful outcomes. Emphasizing data-driven actions over resolutions can significantly enhance client retention and satisfaction.","Discover what separates elite property managers from the rest. Learn the 3 key metrics top performers use: 24-hour response times, transparent accounting, and maintenance trust.","","\u003Ch2 id=\"the-dna-of-a-top-1-property-manager\" class=\"text-2xl md:text-3xl font-semibold text-dark-blue mb-4 mt-6 leading-tight\">The "DNA" of a Top 1% Property Manager\u003C\u002Fh2>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">I don't really believe in New Year's resolutions.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">We all know the drill. The gym is packed on January 5th. By February 1st, it’s a ghost town. Resolutions rely on \u003Cstrong class=\"font-semibold\">willpower\u003C\u002Fstrong>, which is a finite resource.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">I believe in \u003Cstrong class=\"font-semibold\">systems\u003C\u002Fstrong>. And the best system for starting the year isn't a "resolution", it's a \u003Cstrong class=\"font-semibold\">Feedback Loop\u003C\u002Fstrong>.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">January is the perfect time to survey your clients. In fact, over the last few weeks, thousands of client surveys have flowed through our platform. We are taking the pulse of the industry in real-time.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">Some of the early results are opening our eyes:\u003C\u002Fp>\n\u003Ch2 id=\"1-the-24-hour-communication-wall\" class=\"text-2xl md:text-3xl font-semibold text-dark-blue mb-4 mt-6 leading-tight\">\u003Cstrong class=\"font-semibold\">1) The 24-Hour Communication Wall\u003C\u002Fstrong>\u003C\u002Fh2>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">Elite PMs treat communication as a time-sensitive financial asset.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">\u003Cstrong class=\"font-semibold\">The Metric:\u003C\u002Fstrong> 93.75% of the elite group maintain a maintenance communication response time of under 24 hours.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">\u003Cstrong class=\"font-semibold\">The DNA:\u003C\u002Fstrong> For these managers, “responsiveness” isn’t a goal, it’s a non-negotiable standard. They have built systems that ensure an owner is never left wondering about the status of their property. While the average PM treats 48-72 hours as “standard,” the elite PM knows that anxiety grows exponentially after the first 24 hours.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">\u003Cstrong class=\"font-semibold\">Voice of the Owner:\u003C\u002Fstrong>\u003C\u002Fp>\n\n        \u003Cblockquote class=\"border-l-4 border-blue-500 pl-4 py-2 bg-blue-50 rounded-r-lg mb-6\">\n          \u003Cdiv class=\"text-gray-700 italic\">“I’ve never called or had to reach out and felt like I was trapped in a phone-tree or had to wait on decision makers. They’re super solid… and super responsive.”\u003C\u002Fdiv>\n        \u003C\u002Fblockquote>\n\u003Ch2 id=\"2-radical-financial-transparency-frictionless-accounting\" class=\"text-2xl md:text-3xl font-semibold text-dark-blue mb-4 mt-6 leading-tight\">\u003Cstrong class=\"font-semibold\">2) Radical Financial Transparency (Frictionless Accounting)\u003C\u002Fstrong>\u003C\u002Fh2>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">Elite PMs recognize that they aren’t just managing buildings, they are managing an investor’s “peace of mind.”\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">\u003Cstrong class=\"font-semibold\">The Metric:\u003C\u002Fstrong> Over 81% of their clients rate their accounting reports as “Very easy to understand.”\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">\u003Cstrong class=\"font-semibold\">The DNA: \u003C\u002Fstrong>The top 1% have moved away from “Walled Garden” reporting. They provide statements that are so intuitive they require zero supplemental explanation. In their DNA, transparency is a retention tool. They aim to eliminate the “Where is my money?” phone call by making the data self-evident.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">\u003Cstrong class=\"font-semibold\">Voice of the Owner:\u003C\u002Fstrong>\u003C\u002Fp>\n\n        \u003Cblockquote class=\"border-l-4 border-blue-500 pl-4 py-2 bg-blue-50 rounded-r-lg mb-6\">\n          \u003Cdiv class=\"text-gray-700 italic\">“Excellent communication, processes, and reporting. Tenants are very pleased with interactions. Have improved cash flow. Strongly recommend.”\u003C\u002Fdiv>\n        \u003C\u002Fblockquote>\n\u003Ch2 id=\"3-the-fair-value-maintenance-barrier\" class=\"text-2xl md:text-3xl font-semibold text-dark-blue mb-4 mt-6 leading-tight\">3) The “Fair Value” Maintenance Barrier\u003C\u002Fh2>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">Maintenance is where trust is either won or lost.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">\u003Cstrong class=\"font-semibold\">The Metric:\u003C\u002Fstrong> Less than 3% of elite PM clients feel they are being overcharged. In fact, 56% feel they are receiving “Good” to “Excellent” value relative to the market.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">\u003Cstrong class=\"font-semibold\">The DNA:\u003C\u002Fstrong> The top performers treat their vendors as strategic partners. They don’t just order repairs, they audit costs and communicate the value of the repair as an asset improvement. They protect the owner’s wallet as if it were their own, resulting in high “Maintenance Trust” scores that act as a shield against client churn.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">\u003Cstrong class=\"font-semibold\">Voice of the Owner:\u003C\u002Fstrong>\u003C\u002Fp>\n\n        \u003Cblockquote class=\"border-l-4 border-blue-500 pl-4 py-2 bg-blue-50 rounded-r-lg mb-6\">\n          \u003Cdiv class=\"text-gray-700 italic\">“Handles problems well. Clearly outlines maintenance options. Always available for questions or concerns. Experienced.”\u003C\u002Fdiv>\n        \u003C\u002Fblockquote>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">But as we looked at this mountain of data at PropertyManagement.com, we had a massive "Aha!" moment.\u003C\u002Fp>\n\u003Ch2 id=\"the-moneyball-moment-for-property-management\" class=\"text-2xl md:text-3xl font-semibold text-dark-blue mb-4 mt-6 leading-tight\">The "Moneyball" Moment for Property Management\u003C\u002Fh2>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">We realized we have a unique view into the actual \u003Cstrong class=\"font-semibold\">outcomes\u003C\u002Fstrong> a Property Manager delivers. We know the real numbers:\u003C\u002Fp>\n\u003Cul class=\"list-disc pl-6 mb-6 space-y-2\">\n\u003Cli class=\"mb-2 leading-relaxed text-primary text-lg\">Days on Market\u003C\u002Fli>\n\u003Cli class=\"mb-2 leading-relaxed text-primary text-lg\">Maintenance Speed & Cost\u003C\u002Fli>\n\u003Cli class=\"mb-2 leading-relaxed text-primary text-lg\">Leasing Velocity\u003C\u002Fli>\n\u003Cli class=\"mb-2 leading-relaxed text-primary text-lg\">Owner Satisfaction\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">\u003Cstrong class=\"font-semibold\">Here is the breakthrough:\u003C\u002Fstrong> We can now use data science to tie these \u003Cstrong class=\"font-semibold\">outcomes\u003C\u002Fstrong> back to the \u003Cstrong class=\"font-semibold\">DNA\u003C\u002Fstrong> of the company.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">Does a PM using \u003Cstrong class=\"font-semibold\">Appfolio\u003C\u002Fstrong> lease homes faster than one using \u003Cstrong class=\"font-semibold\">Buildium\u003C\u002Fstrong>? Does a company using \u003Cstrong class=\"font-semibold\">Rentvine\u003C\u002Fstrong> have higher owner retention scores?\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">For years, we’ve bought software based on shiny marketing and cool features. But what if we could tell you exactly which tech stack produces the best \u003Cem class=\"italic\">actual\u003C\u002Fem> results?\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">We are done with the marketing fluff. We are looking for the "Winning DNA."\u003C\u002Fp>\n\u003Ch2 id=\"announcing-the-vendor-performance-index\" class=\"text-2xl md:text-3xl font-semibold text-dark-blue mb-4 mt-6 leading-tight\">\u003Cstrong class=\"font-semibold\">📣 Announcing: The Vendor Performance Index\u003C\u002Fstrong>\u003C\u002Fh2>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">We are currently mapping the "outcomes" to the "tools." We are building the ultimate guide to what software actually drives success.\u003C\u002Fp>\n\n        \u003Cfigure class=\"mb-6 max-w-fit\" style=\"max-width: fit-content;\">\n          \u003Cimg src=\"https:\u002F\u002Fpugchphfgofjyszpuwfv.supabase.co\u002Fstorage\u002Fv1\u002Fobject\u002Fpublic\u002Fblog-images\u002Fposts\u002F2f11a919-dc5b-8031-88df-d2d3bb653331\u002Fcontent\u002Fcontent-1.jpg\" alt=\"The DNA of a Top 1% Property Manager: 3 Metrics That Matter - Image 1 | PropertyManagement.com\" class=\"w-full max-w-4xl mx-auto rounded-lg shadow-lg\">\n          \n        \u003C\u002Ffigure>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">\u003Cstrong class=\"font-semibold\">📆 Launch Date:\u003C\u002Fstrong> March 31, 2026 @ Midnight.\u003C\u002Fp>\n\u003Ch2 id=\"we-need-your-help-to-help-you\" class=\"text-2xl md:text-3xl font-semibold text-dark-blue mb-4 mt-6 leading-tight\">We Need Your Help (To Help You)\u003C\u002Fh2>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">To make this data statistically significant, we need to know what you are running under the hood.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">\u003Cstrong class=\"font-semibold\">The Ask:\u003C\u002Fstrong> If you use \u003Cstrong class=\"font-semibold\">Appfolio, Rentvine, or Buildium\u003C\u002Fstrong>, interact below and leave a rapid survey result.\u003C\u002Fp>\n\u003Cul class=\"list-disc pl-6 mb-6 space-y-2\">\n\u003Cli class=\"mb-2 leading-relaxed text-primary text-lg\">It takes 2 minutes.\u003C\u002Fli>\n\u003Cli class=\"mb-2 leading-relaxed text-primary text-lg\">\u003Cstrong class=\"font-semibold\">The Reward:\u003C\u002Fstrong> If you complete the survey, you get early access to the results before the public launch 👀\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">👉 \u003Ca href=\"https:\u002F\u002Fform.typeform.com\u002Fto\u002FDMJ8ywaj?utm_source=newsletter&utm_medium=email&utm_campaign=jan162026#vendor=AppFolio\" target=\"_blank\" rel=\"noopener noreferrer\" class=\"text-blue hover:text-dark-blue underline transition-colors duration-200\">Appfolio Survey\u003C\u002Fa>\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">👉 \u003Ca href=\"https:\u002F\u002Fform.typeform.com\u002Fto\u002FDMJ8ywaj?utm_source=newsletter&utm_medium=email&utm_campaign=jan162026#vendor=Rentvine\" target=\"_blank\" rel=\"noopener noreferrer\" class=\"text-blue hover:text-dark-blue underline transition-colors duration-200\">Rentvine Survey\u003C\u002Fa>\n\n👉 \u003Ca href=\"https:\u002F\u002Fform.typeform.com\u002Fto\u002FDMJ8ywaj?utm_source=newsletter&utm_medium=email&utm_campaign=jan162026#vendor=Buildium\" target=\"_blank\" rel=\"noopener noreferrer\" class=\"text-blue hover:text-dark-blue underline transition-colors duration-200\">Buildium Survey\u003C\u002Fa>\u003C\u002Fp>\n\u003Ch2 id=\"one-last-thing-turn-data-into-revenue\" class=\"text-2xl md:text-3xl font-semibold text-dark-blue mb-4 mt-6 leading-tight\">One Last Thing: Turn Data Into Revenue\u003C\u002Fh2>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">Speaking of surveys, I was talking to a PM this week who gave me a masterclass in how to use this data.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">He doesn't just read his survey results, he weaponizes them.\u003C\u002Fp>\n\u003Col class=\"list-decimal pl-6 mb-6 space-y-2\">\n\u003Cli class=\"mb-2 leading-relaxed text-primary text-lg\">He surveys his owners in December.\u003C\u002Fli>\n\u003Cli class=\"mb-2 leading-relaxed text-primary text-lg\">In January, he sends a "State of the Company" email.\u003C\u002Fli>\n\u003Cli class=\"mb-2 leading-relaxed text-primary text-lg\">\u003Cstrong class=\"font-semibold\">The Hook:\u003C\u002Fstrong> He explicitly lists the feedback he received (good and bad) and lists the \u003Cstrong class=\"font-semibold\">2-3 operational changes\u003C\u002Fstrong> he is making immediately to fix the issues.\u003C\u002Fli>\n\u003C\u002Fol>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">\u003Cstrong class=\"font-semibold\">The Result?\u003C\u002Fstrong> His retention is through the roof, and his client referrals just hit a year-over-year high.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">Your owners don't expect you to be perfect. They expect you to be listening. Survey data isn't just a report card, it is the heartbeat of your business. Use it to move up our leaderboard.\u003C\u002Fp>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">Let's make 2026 the year of data driven action, not resolutions.\u003C\u002Fp>\n\u003Ch1 id=\"check-out-unfiltered-propertymanagement-com-s-official-podcast\" class=\"text-3xl md:text-4xl font-bold text-dark-blue mb-6 mt-8 leading-tight\">Check out Unfiltered: PropertyManagement.com's Official Podcast \u003C\u002Fh1>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">In this episode of Unfiltered, co-hosts Dylan Scroggins and Matt Speer sit down with Matt Nelson for a wide ranging conversation on what it takes to build trust, scale thoughtfully, and operate with discipline in modern property management. Matt shares lessons from growing up in a family-run property management business, navigating rapid portfolio growth and contraction, and refocusing on client alignment through performance based fees.\u003C\u002Fp>\n\n          \u003Cfigure class=\"mb-6\">\n            \u003Cdiv class=\"relative w-full aspect-video bg-gray-100 rounded-lg overflow-hidden shadow-sm\">\n              \u003Ciframe \n                src=\"https:\u002F\u002Fwww.youtube.com\u002Fembed\u002FBN-Y2dczbtg\" \n                title=\"The DNA of a Top 1% Property Manager: 3 Metrics That Matter - Video 1 | PropertyManagement.com\"\n                class=\"absolute inset-0 w-full h-full\"\n                frameborder=\"0\"\n                \n                allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\"\n                allowfullscreen\n                loading=\"lazy\">\n              \u003C\u002Fiframe>\n            \u003C\u002Fdiv>\n            \n          \u003C\u002Ffigure>\n\u003Chr class=\"border-t border-gray-300 my-8\">\n\u003Ch2 id=\"get-verified-on-propertymanagement-com\" class=\"text-2xl md:text-3xl font-semibold text-dark-blue mb-4 mt-6 leading-tight\">Get Verified on PropertyManagement.com\u003C\u002Fh2>\n\n        \u003Cdiv class=\"flex items-start gap-3 p-4 rounded-lg border mb-6 bg-gray-100 border-gray-300\">\n          \u003Cdiv class=\"text-xl flex-shrink-0 mt-0.5\">\u003C\u002Fdiv>\n          \u003Cdiv class=\"flex-1\">\n            \u003Cdiv class=\"mb-3\">\u003Cstrong class=\"font-semibold\">Stake your claim on PropertyManagement.com while we’re building the next generation of industry credibility - \u003C\u002Fstrong>\u003Ca href=\"https:\u002F\u002Fpropertymanagement.com\u002Fverification\" target=\"_blank\" rel=\"noopener noreferrer\" class=\"text-blue hover:text-dark-blue underline transition-colors duration-200\">\u003Cstrong class=\"font-semibold\">Get Verified for Free\u003C\u002Fstrong>\u003C\u002Fa>\u003C\u002Fdiv>\n            \n          \u003C\u002Fdiv>\n        \u003C\u002Fdiv>\n\u003Chr class=\"border-t border-gray-300 my-8\">\n\u003Ch2 id=\"closing-thoughts\" class=\"text-2xl md:text-3xl font-semibold text-dark-blue mb-4 mt-6 leading-tight\">\u003Cstrong class=\"font-semibold\">Closing Thoughts\u003C\u002Fstrong>\u003C\u002Fh2>\n\u003Cp class=\"mb-4 text-primary leading-relaxed text-lg\">Resolutions are for people who hope things get better. Surveys are for operators who \u003Cem class=\"italic\">make\u003C\u002Fem> things better.\u003C\u002Fp>\n\u003Cul class=\"list-disc pl-6 mb-6 space-y-2\">\n\u003Cli class=\"mb-2 leading-relaxed text-primary text-lg\">\u003Cstrong class=\"font-semibold\">Check your inbox:\u003C\u002Fstrong> If you haven't surveyed your owners yet, do it this week.\u003C\u002Fli>\n\u003Cli class=\"mb-2 leading-relaxed text-primary text-lg\">\u003Cstrong class=\"font-semibold\">Take the action:\u003C\u002Fstrong> Help us rate your software so we can build the Vendor Performance Index.\u003C\u002Fli>\n\u003Cli class=\"mb-2 leading-relaxed text-primary text-lg\">\u003Cstrong class=\"font-semibold\">Close the loop:\u003C\u002Fstrong> Don't sit on the feedback. Tell your clients what you are changing.\u003C\u002Fli>\n\u003C\u002Ful>",[13],"Newsletter","Matt Speer","https:\u002F\u002Fpugchphfgofjyszpuwfv.supabase.co\u002Fstorage\u002Fv1\u002Fobject\u002Fpublic\u002Fblog-images\u002Fposts\u002F2f11a919-dc5b-8031-88df-d2d3bb653331\u002Fauthor\u002Fauthor.jpeg","https:\u002F\u002Fpugchphfgofjyszpuwfv.supabase.co\u002Fstorage\u002Fv1\u002Fobject\u002Fpublic\u002Fblog-images\u002Fposts\u002F2f11a919-dc5b-8031-88df-d2d3bb653331\u002Fcover\u002Fcover.png","Blog","Long Form",{"id":20,"url":21,"type":22,"title":23,"description":24},"24d1a919-dc5b-804c-ba1f-c796f71d006e","https:\u002F\u002Fmeetings-na2.hubspot.com\u002Fmatt-speer\u002Ftruematch-paid-partner","button","Get Verified","Matt's Calendly link","2026-01-16T00:00:00.000Z","2026-03-31T23:07:00+00:00","2026-03-31T23:07:41.2959+00:00","published",false,0,6,1783666863874]